Help Desk Specialist
Help Desk Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Planned Systems International Inc (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington DC for our DoS PHIMS contract.
Location: Washington DC
Clearance: Active T3 investigation with the ability to obtain and maintain necessary security clearances as required for access to classified information.
Essential Functions and Job Responsibilities
- Manage user accounts applications Service Now ticketing system and asset tracking; ensure customer service is timely and accurate; conduct component level diagnostics.
- Assist in the use of a variety of clinical business software and operating systems.
Provide support to in office and remote users using Service Now ticketing system while escalating tickets as necessary to the appropriate support teams.
- Support programlevel Service Desk functions to include evaluating processing/resolving and tracking of all Tier levels I/II/III Trouble Tickets.
Reviews Trouble Ticket to ensure that the documented information is complete accurate and sufficient to facilitate analysis of the issue; coordinate with the ticket originator to confirm or obtain additional information as needed.
- Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue.
Communicate and collaborate with multiple external organizations regarding the resolution of issues.
- Reproduction analysis and reporting of valid problem defects; processing Trouble Ticket for resolution based upon the classification.
- Provide detailed trend analysis and reporting of triaged and resolution activities.
- Responsible for User Account provision processing and troubleshooting.
Handle routine tasks with no assistance general instructions on new assignments.
- Work on assignments that are moderately complex in nature where judgement is resolving problems and making routine recommendations.
Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Maintains documentation for health IT procedures and processes as well as maintenance logs and equipment databases.
Minimum Requirements
- Bachelors Degree Computer Science Electronics Engineering or other engineering or technical discipline is preferred.
- Minimum of 4 years of previous Help Desk experience.
- Duty hours:MF 8:30am 5:00pm;then changing to shift work to support 24x7 in Oct (date is TBA).
- Experience with ServiceNow ticketing system.
- Possess knowledge of workstation administration and imaging.
- Basic network support experience to include account administration in Active Directory environment
- Ability to work in high stress environment in individual and group settings
- Possess exceptional interpersonal skills and superior oral and written communication skills.
- Demonstrated ability to go above and beyond and work in team environment with minimum supervision and direction
- Strong analytical and problemsolving skills
- Excellent planning and time management skills
- Flexibility in hours of operation
- Proficient in computer technology and Microsoft Office applications
- Strong ability to convey complex information in way that users understand
Clearance: Secret
Company Benefits
PSI offers fulltime benefits eligible employees a competitive total compensation package that includes paid leave and options for employer sponsored group medical dental vision shortterm and longterm disability life insurance AD&D coverage legal services identity theft and accident insurance. Flexible spending account and health saving account options offer pretax savings for qualified medical dental and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses certifications and tuition reimbursement programs.
EEO Commitment
It is company policy to promote equal employment opportunities. All personnel decisions including but not limited to recruiting hiring training promotion compensation benefits and termination are made without regard to race color religion age sex sexual orientation pregnancy gender identity genetic information national origin citizenship status veteran status protected veteran status disability or any other characteristic protected by applicable federal state or local law.
Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact Human Resources by emailing or by dialing.
Required Experience:
Unclear Seniority
Employment Type
Unclear
